Return & Refund Policy

Horizon Connect

Last updated: 11/06/2026

Thank you for purchasing from the Horizon Connect shop.

This Return & Refund Policy explains how we deal with digital downloads, refunds, store credit, and issues with accessing purchased products.

1. Digital Products Only

The Horizon Connect shop currently sells digital products only. These may include downloadable workbooks, worksheets, guides, reflective resources, educational materials, and other digital content.

We do not currently sell physical products. Therefore, no physical returns are required or accepted.

2. Instant Access and Downloads

Our digital products are made available shortly after purchase, either by instant download, email link, online access, or another digital delivery method.

By purchasing a digital product from Horizon Connect, you understand and agree that the product may be made available to you immediately after purchase.

3. Refunds for Digital Downloads

Due to the nature of digital products, we do not offer refunds once a product has been downloaded, accessed, opened, or delivered to you.

This is because digital products cannot be returned in the same way as physical goods.

Please ensure you read the product description carefully before purchasing, including the title, description, intended use, format, and any relevant details shown on the product page.

4. Change of Mind

We are unable to offer refunds for change of mind once a digital product has been accessed, downloaded, or delivered.

This includes, but is not limited to:

• Purchasing the wrong product by mistake

• No longer needing the product

• Deciding the product is not suitable after accessing it

• Expecting the product to provide a different outcome from what was described

• Not using the product after purchase

Where a product has not yet been accessed, downloaded, or delivered, we may consider store credit at our discretion.

5. Store Credit

Although we do not offer refunds once a digital product has been accessed or downloaded, we may offer store credit in certain circumstances.

Store credit may be considered where:

• You purchased the wrong digital product and have not accessed or downloaded it

• There has been a duplicate purchase

• There has been an administrative or technical issue with the order

• Horizon Connect agrees that store credit is appropriate as a goodwill gesture

Store credit is offered at our discretion and is not guaranteed.

Where store credit is issued, it can be used towards another eligible product in the Horizon Connect shop.

6. Faulty, Corrupted, or Inaccessible Files

If you experience a problem accessing your digital product, please contact us so we can help resolve the issue.

Examples may include:

• The download link does not work

• The file is corrupted

• The wrong file has been supplied

• The product cannot be opened due to a technical issue with the file itself

Where a genuine fault is identified, we will aim to provide a replacement file, a working download link, or another reasonable solution.

If we are unable to resolve the issue, we may offer store credit or another appropriate remedy.

7. Product Suitability

Our digital products are designed for education, reflection, self-awareness, personal development, professional support, or general wellbeing purposes, depending on the product purchased.

They are not a substitute for medical advice, therapy, counselling, diagnosis, crisis support, or professional mental health treatment.

Please read each product description carefully before purchase to decide whether the product is suitable for your needs.

8. How to Request Support

If you have an issue with your order, please contact us as soon as possible using the details below:

Email: info@horizonplymouth.co.uk

Please include:

• Your full name

• Order number, if available

• The email address used at checkout

• The name of the product purchased

• A clear explanation of the issue

• Screenshots or error messages, where relevant

We will review your request and respond as soon as reasonably possible.

9. Misuse or Unauthorised Sharing

All Horizon Connect digital products are for personal use only unless otherwise stated.

You must not copy, resell, reproduce, distribute, upload, share, or commercially exploit any Horizon Connect digital product without written permission.

Unauthorised sharing of purchased digital products may result in access being withdrawn and may affect eligibility for any support, store credit, or goodwill resolution.

10. Your Legal Rights

Nothing in this policy affects your statutory rights.

If a digital product is faulty, not as described, or cannot be accessed due to an issue with the file or delivery method, please contact us so we can review the matter and provide an appropriate solution.

11. Changes to This Policy

Horizon Connect may update this Return & Refund Policy from time to time. Any updates will be published on our website and will apply from the date shown above.

12. Contact Details

For questions about this policy or a digital product purchase, please contact:

Horizon Connect
Email: info@horizonplymouth.co.uk